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Sprinklr Review
What do you like best about the product?
Sprinklr is a true one-stop shop. Your Knowledgebase internal & external, customer contact history, quality assurance, canned responses, metrics, and more - it's all in one place. Plus you have a variety of platforms (i.e. phone support, chat support, email, social media, forms) with the ability to integrate additional support tools. The AI features are also wonderful and are very intuitive! It's very user-friendly and easy to get the hang of.
What do you dislike about the product?
I have only been using Sprinklr for a few months so I have yet to find something I really dislike about the tool. It's a great tool that truly has just about everything you may need with the ability to add on additional aspects.
What problems is the product solving and how is that benefiting you?
Sprinklr has given us a true all-in-one tool. Personally, the AI quality assurance is the best part. As most of my position is quality assurance, I really like that each interaction is graded in real-time, we have the ability to set what we're looking for in scoring, and all scores are visible to agents giving them more of an opportunity for self-service.The knowledgebase is also a great addition. The ability to have both your internal and external knowledgebase all in one place is a great feature.
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Easy to use
What do you like best about the product?
I like it because it is mostly helpful with integrating several platforms into one and multi managing several social media platforms at the same time
What do you dislike about the product?
Based on the version, accompany buys, sometimes support from sprinkler is delayed and can take days to respond
What problems is the product solving and how is that benefiting you?
It solves the issue of having to bounce back and forth between several platforms and since everything is now integrated into one program, it is so easy to use.
Communicate with customers with ease
What do you like best about the product?
Being able to manage interactions across social channels
What do you dislike about the product?
More social channel capacities would be good
What problems is the product solving and how is that benefiting you?
Helping manage customer responses
Sprinklr Review
What do you like best about the product?
Its seamless and easy to use and integrates well with most platforms
What do you dislike about the product?
There is a learning curve to getting to know the platform
What problems is the product solving and how is that benefiting you?
Its great to have the direct connection to answering the customer and providing the service thst they need.
A game changer in social customer service
What do you like best about the product?
Sprinklr helps streamline our customer experience management across our various social and app review channels. We've been able to engage with customers, manage inquiries and resolve issues in real time. The community management and reporting features are best in class.
What do you dislike about the product?
The interface could be a bit more user-friendly/customisable as there are so many features which may be a barrier to novice users.
What problems is the product solving and how is that benefiting you?
A unified social customer service experience.
An all-round powerhouse for CX
What do you like best about the product?
I love that you can so seamlessly connect all of your modern engagement platforms in a single place, allowing us to create seamless experiences for our guests. We use the platform daily to connect with our guests and assist them with all their queries.
What do you dislike about the product?
Occasionally, as we have connected a phone line, there are issues with calls dropping, which is most likely due to network bandwidth.
What problems is the product solving and how is that benefiting you?
We always want to ensure that a guest has a connected experience on whatever channel they reach out to us on. Having all out accounts and support platforms connected in one place has been a gamechanger for ensuring that guests can channel-switch at any time.
Enjoying working with the Sprinklr crew
What do you like best about the product?
It's a friendly crew. I am enjoying working with them.
What do you dislike about the product?
We like their products so we have too many projects in fly
What problems is the product solving and how is that benefiting you?
Digital messaging across our deigital chanels
Great onmichannel solution to improve Customer Care efficiency!
What do you like best about the product?
- Great self-service solution for customers
- Omnichannel support enabling us to have a 360 view of our customers in all channels
- Increase in CC productivity
- Efficient AI technology
- Easy switching between channels
- Omnichannel support enabling us to have a 360 view of our customers in all channels
- Increase in CC productivity
- Efficient AI technology
- Easy switching between channels
What do you dislike about the product?
-Channel switching may be sometimes confusing for agents
- Valuable AI but still human CC support needed
- Valuable AI but still human CC support needed
What problems is the product solving and how is that benefiting you?
Input from customers through different channels being unified in one platform, reduces considerable time for CC agents.
Sprinklr Service- AI business solution
What do you like best about the product?
Help in many kind of business to decrease human intervention. Auto reply chatboat services are very useful.
What do you dislike about the product?
No such things as of now but still customer service can be better with better reachout
What problems is the product solving and how is that benefiting you?
Chatbots use to save human efforts & manual intervention. When too many same kind of queries are there this is the best way to answer without typing and reading by humans.
If Salesforce Integration is a goal with Sprinklr, I do not recommend.
What do you like best about the product?
Sprinklr Service offers moderation capabilities for a multitude of social platforms, including Facebook, Instagram, X, TikTok, Pinterest, Reddit, and more. It offers in-platform reporting capabilities for both individual agents and for teams of agents. It also allows for tracking of comments by tags and the ability to add response templates and scripts for common replies. Finally, Sprinklr is one of the few moderation platforms for social that allows for moderation of comments on dynamic ads and dark posts.
What do you dislike about the product?
While Sprinklr boasts integration capabilities within Salesforce Service Cloud, there are numerous limitations that make it evident that end-to-end integration is not standard or the preferred use of Sprinklr Service. Moreover, the support of the Sprinklr team is inconsistent, with a seemingly constant change in representation and a lot of finger pointing at either Salesforce or Meta when things aren't configured as expected. Known concerns with the platform are not shared upfront in the process, and adequate testing capabilities for public channels do not exist. Thus, it is necessary to implement changes in a live environment with real consumers, which is an absolute no-no for any tech implementation in a consumer-facing department. Lastly, most every ask for capabilities that seem commonplace result in a need to extend or bolt-on to our contract at significantly higher costs than expected. One example is a development environment for testing public post moderation in Salesforce following go-live. The minimum annual cost for this development environment is $25k but can be more than double this amount, none of which was articulated at the time of contract negotiation.
What problems is the product solving and how is that benefiting you?
Moderation of social comments on organic and paid channels including Facebook, Instagram, X, TikTok, SnapChat, Pinterest, Reddit, and YouTube, including dynamic ad and dark post moderation.
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